What are the responsibilities and job description for the Support Specialist I / II position at City of Bend?
About The Role
The City of Bend is accepting applications for one (1) regular, full-time Support Specialist I or II in the Information Technology Department. This is an hourly, non-exempt (overtime eligible) position represented by the City of Bend Employee Association (COBEA). The City may use this job posting to create an eligibility list for future hiring purposes. Please review the entire job posting, including the application requirements at the end. The successful candidate will be offered either a Support Specialist I or Support Specialist II position based on meeting the minimum qualifications outlined in the "Ideal Candidate" section of this posting.
The Support Specialist I position serves as a key member of the City’s IT Service Desk and provides frontline technical support to all City employees and departments. This role offers an excellent opportunity to build a strong IT foundation while delivering responsive, customer-focused service by troubleshooting and resolving routine hardware, software, and access issues. Working in a fast-pace, team-oriented environment, you will support a diverse user base – from administrative staff to field and public safety personnel – gaining broad exposure to technologies and real-world scenarios. This position is ideal for individuals looking to grow their IT careers, develop hands-on experience across multiple systems, and contribute to meaningful work that directly supports essential public services in the community.
The Support Specialist II position is an experienced technician within the IT Service Desk that provides advanced support to all City employees and departments and serves as an escalation point for complex issues. This role offers the opportunity to make a significant impact by improving service delivery, influencing technology solutions, and partnering across departments to support critical City operations. In addition to hands-on technical work, you will help mentor other staff, lead initiatives, and contribute to projects that modernize and enhance the City’s IT environment. This position is well-suited for professionals seeking meaningful, mission-driven work, and the ability to shape how technology supports both employees and the broader community.
Classification Framework:
The following duties are a sample of major duties performed in this role and not intended to be an exhaustive list.
Support Specialist I:
All the Support Specialist I duties listed above, AND:
We are looking for someone who is passionate about delivering excellent customer service and takes pride in being the first point of contact for employees across the organization. They bring a positive, solution-oriented mindset and are energized by helping others overcome technical challenges. Successful candidates are approachable, patient, and skilled at translating technical concepts into clear, understandable language for users of all skill levels.
The Support Specialist I is curious, dependable, and eager to learn. They are coachable, adaptable, and thrive in a team environment where collaboration and knowledge sharing are key. They demonstrate strong attention to detail, follow established processes, and are comfortable asking questions and escalating issues when appropriate.
The Support Specialist II builds on the Support Specialist I foundation with a higher level of technical proficiency, independence, and ownership. They are confident problem-solvers who can navigate more complex issues, prioritize effectively, and see incidents through to resolution. They serve as a resource to others, mentor peers, contribute to process improvements, and help elevate the overall performance of the service desk. They communicate effectively with both technical and non-technical stakeholders and maintain composure in high-pressure situations.
At both levels, the ideal candidate is a team player who values collaboration, accountability, and continuous improvement, and who is committed to supporting the department's and the City's mission through reliable and user-focused IT services.
The Successful Candidate Will Bring To This Position:
For Support Specialist II, candidates should possess deeper technical knowledge and hands-on experience supporting a broad range of endpoint technologies and enterprise systems. This includes advanced troubleshooting of operating systems, applications, device management tools, and remote support solutions. They should be skilled in diagnosing issues, identifying root causes, and implementing effective solutions with minimal supervision. Experience with documentation, knowledge base development, and process improvement is highly valued.
Across both levels, successful candidates demonstrate proficiency in customer service, problem-solving, and communication. They are organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment. A strong understanding of service desk best practices, along with a willingness to continuously expand technical knowledge and adapt to evolving technologies, is key to success in these roles.
Candidates who meet the listed minimum qualifications, including an equivalent combination of education and experience will be considered for an interview. Please ensure your application includes information about your education, relevant paid and unpaid work experience, and applicable licenses and certifications. Avoid referencing your resume in the job duties section of the application.
Minimum Qualifications:
Support Specialist I
Application Deadline: Applications received by Wednesday, April 29, 2026, at 12:00 PM (noon) Pacific Time will be included in an initial review and consideration for interview; however, the position will remain open until filled.
Application Requirements:To be considered for an interview, applicants must complete an online application including the following attachments (failure to include required attachments may result in disqualification):
Equity Statement: The City of Bend remains committed to building a workforce that advances diversity and inclusion within our community and all we do. We recognize that not everyone starts from the same place, and that gender, race, ability, sexual orientation, and other identities face different barriers. We welcome applicants from all backgrounds and are dedicated to creating an inclusive, safe, and respectful workplace where employees can thrive without these barriers. A more extended version of the City of Bend’s Organizational Equity Statement is available upon request.
Benefits: The City of Bend offers an excellent competitive benefits package for Employees and Dependents for health and dental coverage, retirement benefits, and a robust paid leave program. Details are available on the benefits tab of the job posting.
Starting Compensation: Starting compensation is determined based on a pay equity analysis considering the candidate’s education, applicable work experience, and internal equity. Please include all relevant information on your application.
Support Specialist I:
Support Specialist II:
Diversity & Equal Opportunity Employer Statement
The City of Bend is committed to fostering, cultivating and preserving a culture of diversity and inclusion. At the City of Bend, we don't just accept differences; we value them. We are proud to be an Equal Opportunity Employer and support the Americans with Disabilities Amendments Act (ADAAA) and the Oregon Equal Pay Act.
The City of Bend is accepting applications for one (1) regular, full-time Support Specialist I or II in the Information Technology Department. This is an hourly, non-exempt (overtime eligible) position represented by the City of Bend Employee Association (COBEA). The City may use this job posting to create an eligibility list for future hiring purposes. Please review the entire job posting, including the application requirements at the end. The successful candidate will be offered either a Support Specialist I or Support Specialist II position based on meeting the minimum qualifications outlined in the "Ideal Candidate" section of this posting.
The Support Specialist I position serves as a key member of the City’s IT Service Desk and provides frontline technical support to all City employees and departments. This role offers an excellent opportunity to build a strong IT foundation while delivering responsive, customer-focused service by troubleshooting and resolving routine hardware, software, and access issues. Working in a fast-pace, team-oriented environment, you will support a diverse user base – from administrative staff to field and public safety personnel – gaining broad exposure to technologies and real-world scenarios. This position is ideal for individuals looking to grow their IT careers, develop hands-on experience across multiple systems, and contribute to meaningful work that directly supports essential public services in the community.
The Support Specialist II position is an experienced technician within the IT Service Desk that provides advanced support to all City employees and departments and serves as an escalation point for complex issues. This role offers the opportunity to make a significant impact by improving service delivery, influencing technology solutions, and partnering across departments to support critical City operations. In addition to hands-on technical work, you will help mentor other staff, lead initiatives, and contribute to projects that modernize and enhance the City’s IT environment. This position is well-suited for professionals seeking meaningful, mission-driven work, and the ability to shape how technology supports both employees and the broader community.
Classification Framework:
- Support Specialist I
- Support Specialist II
The following duties are a sample of major duties performed in this role and not intended to be an exhaustive list.
Support Specialist I:
- Provide first-contact support for incidents and service requests via helpdesk, phone, email, and in-person
- Troubleshoot and resolve issues with desktops, laptops, mobile devices, and standard applications
- Receive, inventory, set up, deploy new equipment, including operating system imaging and basic application configuration, and retire equipment
- Assist with user provisioning, password resets, and access requests
- Document tickets, resolutions, and knowledge articles in the helpdesk system
- Escalate complex or recurring issues
- Support conference room technology, remote workers, and basic network connectivity issues
- Deliver excellent customer service to a diverse group of municipal employees
All the Support Specialist I duties listed above, AND:
- Diagnose and resolve advanced hardware, software, and network problems
- Administer and support endpoint management, identity systems, and enterprise application
- Lead or contribute to deployment upgrades and modernization efforts
- Develop and maintain documentation, standards, and knowledge base content
- Analyze service desk trends and recommend process or technology improvements
- Collaborate with infrastructure, network, and security teams on cross-functional issues
- Ensure compliance with security policies and City standards
We are looking for someone who is passionate about delivering excellent customer service and takes pride in being the first point of contact for employees across the organization. They bring a positive, solution-oriented mindset and are energized by helping others overcome technical challenges. Successful candidates are approachable, patient, and skilled at translating technical concepts into clear, understandable language for users of all skill levels.
The Support Specialist I is curious, dependable, and eager to learn. They are coachable, adaptable, and thrive in a team environment where collaboration and knowledge sharing are key. They demonstrate strong attention to detail, follow established processes, and are comfortable asking questions and escalating issues when appropriate.
The Support Specialist II builds on the Support Specialist I foundation with a higher level of technical proficiency, independence, and ownership. They are confident problem-solvers who can navigate more complex issues, prioritize effectively, and see incidents through to resolution. They serve as a resource to others, mentor peers, contribute to process improvements, and help elevate the overall performance of the service desk. They communicate effectively with both technical and non-technical stakeholders and maintain composure in high-pressure situations.
At both levels, the ideal candidate is a team player who values collaboration, accountability, and continuous improvement, and who is committed to supporting the department's and the City's mission through reliable and user-focused IT services.
The Successful Candidate Will Bring To This Position:
- A blend of technical knowledge, practical skills, and a commitment to continuous learning.
- Experience working in or supporting public sector or municipal organizations
- Hands-on experience supporting enterprise environments with tools such as Microsoft Endpoint Configuration Manager, and Microsoft InTune, including device imaging, patching, and policy management
- Strong working knowledge of Active Directory (user/account administration, group policy basics, permissions management)
- Experience supporting large, complex environments with hundreds or thousands of endpoints and diverse user groups
- Familiarity with VoIP systems
- Solid understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPN connectivity) in complex, multisite environments
For Support Specialist II, candidates should possess deeper technical knowledge and hands-on experience supporting a broad range of endpoint technologies and enterprise systems. This includes advanced troubleshooting of operating systems, applications, device management tools, and remote support solutions. They should be skilled in diagnosing issues, identifying root causes, and implementing effective solutions with minimal supervision. Experience with documentation, knowledge base development, and process improvement is highly valued.
Across both levels, successful candidates demonstrate proficiency in customer service, problem-solving, and communication. They are organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment. A strong understanding of service desk best practices, along with a willingness to continuously expand technical knowledge and adapt to evolving technologies, is key to success in these roles.
Candidates who meet the listed minimum qualifications, including an equivalent combination of education and experience will be considered for an interview. Please ensure your application includes information about your education, relevant paid and unpaid work experience, and applicable licenses and certifications. Avoid referencing your resume in the job duties section of the application.
Minimum Qualifications:
Support Specialist I
- Education: Associate's degree in computer science, Computer Information Systems, Network and Server Administration, or related field; AND
- Experience: At least 1 year experience in a Service Desk position; OR
- An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job.
- Education: Associate's degree in computer science, Computer Information Systems, Network and Server Administration, or related field; AND
- Experience: At least 2 years' experience in a Service Desk position; OR
- An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job.
- Level 4 CJIS certification required within first 3 months of employment
- Current and valid Driver's license per City policies outlined in the Employee Handbook.
- Any of the following certifications:
- CompTIA A
- CompTIA Network
- Microsoft Certified: Modern Desktop Administrator Associate
- Microsoft Certified: Endpoint Administrator Associate
- ITIL Foundation Certification
- CompTIA Security
Application Deadline: Applications received by Wednesday, April 29, 2026, at 12:00 PM (noon) Pacific Time will be included in an initial review and consideration for interview; however, the position will remain open until filled.
Application Requirements:To be considered for an interview, applicants must complete an online application including the following attachments (failure to include required attachments may result in disqualification):
- Cover Letter
- Resume
Equity Statement: The City of Bend remains committed to building a workforce that advances diversity and inclusion within our community and all we do. We recognize that not everyone starts from the same place, and that gender, race, ability, sexual orientation, and other identities face different barriers. We welcome applicants from all backgrounds and are dedicated to creating an inclusive, safe, and respectful workplace where employees can thrive without these barriers. A more extended version of the City of Bend’s Organizational Equity Statement is available upon request.
Benefits: The City of Bend offers an excellent competitive benefits package for Employees and Dependents for health and dental coverage, retirement benefits, and a robust paid leave program. Details are available on the benefits tab of the job posting.
Starting Compensation: Starting compensation is determined based on a pay equity analysis considering the candidate’s education, applicable work experience, and internal equity. Please include all relevant information on your application.
Support Specialist I:
Support Specialist II:
Diversity & Equal Opportunity Employer Statement
The City of Bend is committed to fostering, cultivating and preserving a culture of diversity and inclusion. At the City of Bend, we don't just accept differences; we value them. We are proud to be an Equal Opportunity Employer and support the Americans with Disabilities Amendments Act (ADAAA) and the Oregon Equal Pay Act.